Marlin Company Overview 7 05

3PL – THIRD PARTY LOGISTICS

Business to Business and Business toConsumer Outsourcing Solutions

Fulfillment, Contact Center, E-commerce and more!

Marlin Logistics & ContactNet3600 Commerce Blvd.Kissimmee, FL 347411.866.582.0500

TABLE OF CONTENTS

Executive Summary.............................................................................................................3

I. Distribution & Fulfillment..............................................................................................4

II. Contact Center Services.................................................................................................11

III. Technology Strategy......................................................................................................20

IV. Client Management.......................................................................................................26

V. Executive Biographies ....................................................................................................27

Appendices

1. Edge Order Management Functionality2. Red Prairie Warehouse Management Functionality (LENS)3. Cisco Contact Center Technology

Marlin Logistics & ContactNet 2

Executive Summary

To be successful in the marketplace, you not only need to have great products, but also qualityfulfillment services, a dynamic website with accurate, user-friendly ordering, rapid on-time delivery, andpersonalized customer service. In an economy where pricing and distinction between competitors isnarrowing, Marlin Logistics & ContactNet can be your total solution from click to ship and beyond. The expertise of our professionally trained logistics and contact center staff speaks volumes on ourability to provide our clients with the strategies necessary to give their business the control, efficiency,accountability and results it needs. Our senior management team has over 75 years experience in thelogistics and contact center arena with exceptional knowledge of integrated automated material handlingsystems and best-of-breed Warehouse Management Systems.

Coupling our expertise withadvanced technology will enableour clients to have the qualityfulfillment services that theirbusiness requires. Our logisticsinfrastructure provides real-timeinformation about your inventoryand order status. To accomplishthis, we implemented our veryown web-enabled EDGE ordermanagement system,RedPrairie’s DigitaLogistix™Warehouse Management Systemand their LENS visibility system.This technology allows MarlinLogistics and our client’s to havean end-to-end inventory and order status visibility through the web. As your business grows, so can your partnership with Marlin Logistics & ContactNet. We will strive tounderstand your ever-changing needs and use that knowledge to optimize every function in the totallogistics supply chain so we may continue to offer our clients the best solutions possible.

The Marlin Logistics distribution center is a fully integrated fulfillment facility. The Marlin Logisticsteam has been responsible for over $100 million in finished goods inventory and 1.3 million square feetof warehouse space. Our team has fulfilled over 44 million small parcels a year with a 99% accuracyrate. Marlin Logistics & ContactNet is positioned among the world’s best at fulfillment services.

The Marlin Logistics & ContactNet objective is to assist our clients in overcoming any logisticalobstacle that you may have. Through developing technologies, we build successful fulfillmentbusinesses and help you maintain your competitive advantage. Through the combination of ourexperience and expertise, quick response and flexibility, partnering with Marlin Logistics for yourfulfillment needs will help you meet your most challenging logistical requirements. Team Marlin iscommitted to customer satisfaction and to our partners’ success.


Distribution and Fulfillment

Order fulfillment is the heart of our business at Marlin Logistics & ContactNet. We support our clients’worldwide distribution needs through our U.S. operations in Kissimmee, FL.

Our team of logistics professionals consists of seasoned professionals that will design and implement aflexible, scaleable solution that fits your company’s needs. They are experts in all areas of logistics,including fulfillment services, distribution technology, traffic management, import, export, reverselogistics, and value added logistics services like kitting and custom warehouse handling and complexvendor compliance requirements.

North American Distribution Center

There are many benefits with having distribution operations on both the East coast:

• Close to the major sort facilities for all the major package carriers and most LTL shipping lines.

• Geographically located only a few hours drive from some of the largest ocean freight terminalsin the United States.

Our Kissimmee, Florida operation is a clean, secure and modern facility with space available to meet theneeds of our client’s today and asthe business grows in the future.

Technology

To support this high volume, timecritical business service, we’veimplemented our very own web-enabled EDGE order managementsystem, RedPrairie’sDigitaLogistix™ WarehouseManagement System and theirLENS visibility system. Thisleading-edge technology allows usto provide real-time order statusand inventory visibility over theweb, which is a distinct advantageat Marlin Logistics & ContactNet.

EDGE Order Management System and Automated eCommerce Fulfillment

EDGE is a powerful, database-driven technology that empowers a company to utilize the internet tomore effectively conduct business and interact with its customers, vendors, suppliers, employees, andother members.

EDGE is an entirely internet-based, end-to-end transaction processing and information managementsystem that enables your company to achieve complete automation and total integration of all its e-business processes.


EDGE breaks the confines of traditional supply chain models by incorporating functions such asdynamic e-catalog and content management and real-time transaction processing, thus eliminating thebarrier between client server and web technologies.

EDGE technology enables your company to successfully deploy B2B and B2C process initiativesthrough an operating environment of interlinked modules that work seamlessly in real time, culminatingin a simple web-based interface from which your entire enterprise may selectively view and controlevery aspect of its e-business.

EDGE provides you with a comprehensive packaged suite of e-business tools that facilitate real-timeonline order processing, order fulfillment, interactive catalog and inventory management, shipping andtracking, e-banking, credit card authorization and processing.

Automated eCommerce Fulfillment

EDGE gives eCommerce companies the ability to automate order notification to us, the fulfillmentcenter and to the end user customer. Whether you eTail or auction EDGE has the integration capabilitiesof streamlining efficiencies thus keeping your fulfillment costs to a minimum. EDGE currently has theability to integrate into just about any third-party shopping cart, auction management software, orbranded online retail sites including:

• eBay• Yahoo• Amazon• UBID• Overstock.com

And many more…

RedPrairie’s DLx™ Warehouse Management System

RedPrairie’s DLx WMS is designed to support the new process models and logistics flows required tomeet today’s corporate objectives for reduced operating costs, increased supply chain velocity andimproved customer service. Maximizing distribution center performance is a key foundation forachieving these network level objectives. DLx WMS optimizes DC performance by providing theindustry’s most comprehensive WMS functionality, backed by over 30 years of successfulimplementations in complex, multi-site environments.

DLx WMS is a highly configurable, highly packaged WMS solution that provides end-to-end inventorytracking and control. DLx WMS provides the inventory visibility and information flow managementneeds to manage enterprise logistics and support supply chain collaboration. It streamlines producthandling, increases inventory turns, improves asset utilization and provides near 100% inventoryaccuracy.

DLx WMS world-class functionality includes:

• 100% customer complianceMarlin Logistics & ContactNet 5

• Fully optimized task management• Configurable value-added services, including kitting• Best of breed inventory control (log, multi-holds, definable units of measure, catch weights)• Streamline distribution operations• Reduce inventory and distribution costs• Improved productivity and asset utilization• Increased inventory accuracy and turns• Enable customer-specific value-added services• Improve customer service and satisfaction

DLx WMS was also designed for easy integration with other supply chain systems. It has certifiedintegration to leading ERP suites and uses RedPrairie’s DLx Integrator tool for rapid integration to otherERP and legacy systems.

LENS™ visibility system

LENS is the component of Red Prairie (McHugh’s) DigitaLogistix suite of products that is designed tomaximize your logistics execution effectiveness by providing end-to-end visibility of inventory, ordersand shipments across the supply chain. Essentially, LENS acts as a central repository of real-timelogistics information captured from multiple DigitaLogistix suites and legacy host systems providingvisibility to logistics information across the supply chain.

LENS is configured to display up-to-date, summarized views of inventory, order and shipmentinformation. These summaries, which are easily configurable to meet your unique informationrequirements, include unlimited levels of detail allowing users to drill down for more specificinformation. LENS captures and maintains on-hand, ordered, expected and in-transit inventoryinformation, along with shipment information, from multiple DigitaLogistix sites and or legacy hostsystems.

LENS is fully Web-enabled, which means that qualified users with an Internet connection can accesslogistics information at their convenience.

Material Handling Technology

Marlin Logistics & ContactNet has a variety of technical assembly and distribution tools that we deploydepending on the operational requirements. We have used our tools and the expertise of our operationsstaff to create custom-fit solutions foreach of our clients as a method ofreducing overall costs whilesimultaneously improving quality

Technology Guided Quality

Marlin Logistics & ContactNet hasdeployed a number of differenttechnologies to support our clients’


operations. Although most of our solutions are based on paperless systems, we are comfortableinstalling both low tech and high tech solutions.

Paperless technology offers a wide range of advantages for most order warehousing and fulfillmentapplications. Handheld radio frequency (RF) terminals can be used to direct operators to locations ortasks and verify that the operators are performing to a high degree of quality through automated checksand validation.

Receiving

Marlin Logistics & ContactNet will receive case and pallet quantities direct from our client’s, workingwithin the requirements defined in the mutually agreed business rules. Marlin Logistics & ContactNetwill require all LTL and TL carriers to call and schedule a delivery appointment prior to arrival.

Our standard is to complete and to stock all inbound receipts in the same shift. Occasionally, receiptsmay be delayed because of missing paperwork, damage, or other issues. We will work with our client’spersonnel immediately upon discovering such a problem.

Marlin Logistics & ContactNet will reference the client’s purchase order number and other key datapoints from the ship notification previously entered into the Marlin Logistics & ContactNet warehousemanagement system. We will verify quantities against the packing slip and purchase order and inspectfor shortages or damages. The receipt will go through a four-step process of unloading, check-in,quality verification, and put away. These steps and the validation processes are system controlled. Thecheck in and put away processes are time stamped in our WMS system allowing for easy measurementof dock-to-stock times. Product is available for shipment immediately upon being put away to stock.

Product Storage

We will store your palletized product on up to 5 levels in a high bay rack environment. After becomingfamiliar with our client’s products, we may decide to add a floor stack area for the products that can bestored using that method.

In addition, we will establish one primary pick location for each active SKU. In order to make the mostinformed solution recommendations on the best bin configuration, we will need additional detailedinformation on the product line.

Each location is bar coded and programmed within the WMS system. These bar codes are used toinsure inventory integrity throughout the receiving, inventory control, and picking processes.

Order Fulfillment

Marlin Logistics & ContactNet meets or exceeds minimum service level requirements for all of ourclients on a daily basis. Marlin Logistics & ContactNet will closely monitor order fill accuracy, laborproductivity, and same day shipping commitments by deploying well-trained associates and monitoringwork flow and performance through our daily quality reporting tools. Marlin Logistics & ContactNethas available capacity to handle both average and peak volume days. Order cut off times will vary byservice level and carrier, and will be determined after discussion with your company.

Customer orders will be printed on a pick ticket containing our client’s logo and color scheme, ifdesired. Custom marketing and gift processing messages may be printed on each ticket. We will wave


pick orders to be over packed, and batch pick cartons that can be labeled and shipped as is. The WMSwill direct the picker to take any additional, special handling steps required for the order that mayinclude:

• Insert marketing materials

• Special wrapping of fragile items

• Gift processing

• Multi-carton bundling

• Serial number capturing

Marlin Logistics & ContactNet has both build-to-order and build-to-stock kitting capabilities. Thenature and variety of the kits will determine the best process to deploy. Marlin Logistics & ContactNetcan provide each client with a variety of branded packaging including packing documents, shippingcartons, gift packaging, tissue, tape, and dunnage material. We place great emphasis on providing highquality workmanship and materials for the final packing and carton sealing process.

We calculate shipping accuracy weekly and report this figure to our clients monthly. Our internalmeasure is based on our number of errors (incorrect items or quantities) at the order line level. Ourrecent measurements show that we ship greater than 99% of our orders accurately.

Returns

The Marlin Logistics & ContactNet Customer Contact Center will initiate a return when requested bythe customer and as directed by the client’s return policies. This may include the issuing of RMA’s and/or call tags.

Marlin Logistics & ContactNet will meet or exceed the service level requirements for processingcustomer returns. We typically process returns within one business day from the time the returnedpackage is received into the Marlin Logistics & ContactNet facility.

The distribution team will work closely with each client to follow instructions for processing customerreturns, stocking return product into saleable inventory, storing returns as defective or lot-heldinventory, and handling replacement inventory.

Transportation

We continue to develop strong partnerships with each of the major package carriers in the US. Ourpackage business currently flows through USPS, UPS, Airborne, and FedEx.

The standard package shipping method will be ground delivery to keep freight costs to a minimum. Bybeing located in Kissimmee, FL, shipping orders the same day as they are received ensures promptdelivery. We believe the client will benefit from the reduced cost of a ground freight method withoutsacrificing service.

We will use expedited (overnight, next day, two day) delivery as requested by your customers desiringrapid delivery. Orders greater than 150 lbs. will ship using one of several LTL carriers used by MarlinLogistics & ContactNet. We are constantly working with our carriers, and measuring their performanceand freight costs. Thus, the carrier we recommend for a specific geography may change periodically.


We understand freight is a significant portion of your distribution costs. We have found that the bestapproach is to compare rates and use the rates that provide the lowest cost solution to each client whileproviding the best overall service.

Marlin Logistics & ContactNet is electronically linked with most carriers and therefore is able to assigntracking numbers at the time that the packing slip prints. Through these carrier relationships, MarlinLogistics & ContactNet has the ability to track shipments to their final destinations. Marlin Logistics &ContactNet will proactively receive the package carriers’ proof of delivery information and store it inthe Marlin Logistics & ContactNet system allowing the contact center agents quick access to trackingand delivery information when dealing with customer service calls. Marlin Logistics & ContactNet willmake the tracking number available to the client’s website real-time through our EDGE and LENS technology. More on this technology is described in the document.

Marlin Logistics & ContactNet can provide carrier and freight reporting to the client documentingshipments. These reports generally include carrier type, freight cost, tracking numbers, deliveryconfirmation (POD) and weight. Normally, this information is transmitted electronically; throughcustomized hard copy reporting is available at your request.

Security

The security of your product is a responsibility we take seriously at Marlin Logistics & ContactNet. Weknow our clients will find us to be the best in the business at securing our buildings, and taking care ofyour product. Our Kissimmee operation is run as a high security facility. There are many facets toMarlin Logistics & ContactNet security including:

• An extensive camera system is actively monitored 7 x 24 with internal and external buildingshots

• All entry points are alarmed and actively monitored on-site and internally monitored by ourMarlin Central Monitoring Group

• Employees and visitors can enter the facility only through two access points that are monitoredby overhead cameras. All doors have restricted access and can only be opened by using a MarlinLogistics & ContactNet employee security card.

• Employees are required to wear the Marlin Logistics & ContactNet identification badges whileon duty

• Only scheduled deliveries are allowed in our gated truck court

• Full-time, recorded digital video security

Marlin Logistics & ContactNet can create more stringent security controls around the client’s high valueor high theft products if required.

Inventory Control

Inventory integrity is essential to the success of your business and Marlin Logistics & ContactNet placesgreat emphasis on this aspect of the distribution center operation. The goal is to exceed yourexpectations and financial requirements for inventory control and shrinkage.


Marlin Logistics & ContactNet utilizes a stratified cycle count process whereby the Marlin Logistics &ContactNet warehouse management system directs the distribution center staff to complete daily itemand bin location counts based upon transaction history, being certain that each SKU is completely cyclecounted at least once per quarter. This stratified cycle counting process allows for a higher degree ofcontrol on locations and items that have faster turnover. For example, items that turn quickly will becycle counted multiple times per quarter.

Likewise, periodic inventory counts are performed to ensure 100% of the inventory is accounted for atany point in time.

Marlin Logistics & ContactNet will perform at least one full physical inventory per year to support theaudit requirements of our clients, as well as provide an additional measure of inventory control for theMarlin Logistics & ContactNet operation.

Marlin Logistics & ContactNet will tailor the final design of the inventory control processes specificallyto the client’s business. Our culture of promoting accuracy and rewarding good workmanship helps usensure inventory integrity. Our technology combined with our inventory control expert’s knowledge ofsystems and operations will result in exceeding our customer’s expectations.

Value Added Services

Marlin Logistics & ContactNet is able to offer our clients value-added services such as custom vendorcompliance, gift-wrapping, personalized gift cards, promotional literature insertion, custom warehouseprojects, and item kitting or assembly for distribution with orders.

Marlin Logistics & ContactNet takes pride providing value added service projects, and understands theimportance of providing schedules and meeting deadlines. Marlin Logistics & ContactNet will complywith the client’s requirements to have set assembly and other special projects completed accurately andquickly.

Marlin Logistics & ContactNet will provide daily progress reports on the key aspects of the specialservices projects in process. Marlin Logistics & ContactNet will keep the client fully informed as to thestatus of its requested rework and special services projects.

Contact Center

The eCommerce revolution has changed theway companies conduct business andcommunicate with customers. Internettechnology has revolutionized the traditionalcontact center to support emerging technologiesand has therefore increased customerexpectations. Today's customer expects tocommunicate with companies through theirinteraction channel of choice, whether it is by


telephone email, web chat or web collaboration. With competitors just a click, call or email away, it is critical that our clients improve the efficiency ofall your communications and maximize the value of each customer contact in order to strengthen yourbrand, build loyalty, increase revenue, and boost profits. To do this you need to maximize yourcustomers’ total experience with Marlin’s Customer Relationship Management solutions infrastructurethat offer high tech systems and facilities.

Supported by our state-of-the-art systems and software management technologies, your highly trainedrepresentatives are positioned to provide the strategic customer relationship element for businesses ofany size. As your partner, our goal is to help you increase customer retention and maximize yourprofitability while minimizing the investment in equipment, facilities and systems. Whether you need customer support, telemarketer CRM solutions (inbound or outbound), or custombuilt eBusiness solutions; Marlin Logistics & ContactNet has the experience and skills necessary tobuild custom combinations of facilities and technologies that allow you to develop customerrelationships for life. Our Customer Contact CenterMarlin Logistics & ContactNet understands that a Customer Contact Center cannot be measured bymetrics alone. The fundamental core of Customer Relationship Management is the process ofunderstanding what it takes to attract customers and retain them through a personalized experience.Consolidating information within our contact data center allows your staff to traverse the environmentwith a clear understanding of how the customer perceives your organization.

A premier Cisco Systems valued partner, Marlin Logistics & ContactNet utilizes state-of-the-art IPTelephony, Web chat and Web Collaboration combined with your highly trained staff of customerservice professionals to insure the highest level customer experience. Our mission is to provide cost-effective, high-end, high-touch support infrastructure in a true partnership environment.

Marlin Logistics & ContactNet understands that a Customer Contact Center no longer can be measuredby metrics alone. The fundamental core of Customer Relationship Management is to understand what isgoing to make a customer contact you first, and return again and again. The initial contact must leave animpression with the customer of courtesy, professionalism, and satisfaction.

Bring Your Call Center Agents and Supervisors. We Provide The Rest. Because our best interests– like yours – lie increating and maintaininglong-term customerrelationships, weencourage you to recruitand retain only thoseCustomer ContactRepresentatives whopossess the skills andtalent necessary to build a


foundation of success for your business. Seeking individuals that have a passion for customer service and highly developed communication skillsso that they can engage your customers in a friendly, intelligent and understandable manner should beyour ultimate goal. When you hire Customer Contact Representatives, look for people who already live, breathe and lovethe Internet and possess an intimate familiarity with Internet technology and terminology. Train them toexcel in Internet customer support and to learn every detail of your business. Keeping your representatives on the leading edge of learning about recent trends and changes in yourbusiness and industry provide you an edge against the competition. Our infrastructure and well-trainedagents make the difference. This ensures the best possible representation of your business as well asretention of the best representatives who are interested in advancing their careers. Proper compensationand employee evaluation will also contribute to your benchmark employee retention rates.

Inbound and Outbound Contact Center Agent Infrastructure In Place

Our model of fully outfitted contact center agent workstations give you the flexibility to tailor any kindof customer support or marketing campaign that meets the needs of your company. Every station isconfigured with Cisco IP enabled phones, headsets, flat-screen monitors, high-speed internet, a PC andan easily supervised yet comfortable cubicle environment. Supervisor offices, meeting and trainingrooms, and break room faculties are all ergonomically designed for high-energy call center activities.

Our Advanced Systems – IP Telephony Marlin Logistics & ContactNet is continually implementing leading edge technology into our CustomerRelationship Management solutions. Our use of advanced technology services enables us to transform acontact center into a complete customer contact center capable of handling multi-channel customerinteractions while blending incoming with outgoing contacts. Cisco IP Contact Center (IPCC) Marlin Logistics & ContactNet’s integrated, fault tolerant Interaction Center built on the Cisco IPContact Center (IPCC), and provides the advanced technology and services required for superiorfunctionality, reliability and dependability. ● Unified interaction channels for consistent customer communications over the web, phone, email, inperson and with partners. ● True customer intelligence from data collected across the enterprise, using a single customer model,for accurate and timely information. ● Personalization using technologies and customer intelligence to make the buying, marketing andservicing experience effective. Combine this with our commitment to hiring and developing best of breed Customer ContactRepresentatives and you’ll see how Marlin Logistics & ContactNet delivers the competitive advantage


by enhancing customer relationships one at a time. Cisco Systems, Inc. is the worldwide leader in networking for the Internet. Cisco's Internet Protocol-based (IP) networking solutions are the foundation of the Internet and most corporate, education, andgovernment networks around the world. Cisco provides the broadest line of solutions for transportingdata, voice and video within buildings, across campuses, or around the world. Marlin Logistics &ContactNet utilizes the complete Cisco System IP Telephony system as the technology backbone forcustomer service support.

Inbound Telephony Marlin Logistics & ContactNet’s Inbound Customer Service Center has the resources available to helpcontribute to your success, 24 hours a day, 365 days a year, regardless of the project size. You canprocess calls and integrate Interactive Voice Response (IVR) and/or Internet services to sell additionalproducts and offer additional services on your behalf. Through our customized messaging, detailed reporting and flexible call management capabilities, ourCustomer Service Center can take care of your customers’ concerns, allowing you to concentrate betteron your business. We offer turnkey systems, facilities and support for the following types of inbound projects: • Taking Catalog Orders • Sales Lead Capture• Dealer Locate • Reservation/Appointment Setting• Forms Processing • Direct Response Contact Center Support• Website Contact Center Support • Telephone Answering Services• Voice Mail Services • Information Fulfillment• Credit Card Processing • Database Management• Toll-Free Telephone Numbers • Marketing Support • And much, much more!

Web Support All eBusiness contacts are important! If you want to maximize your web presence and build customerloyalty, you must respond promptly and properly to each and every email and phone call you receive. With current research indicating that most companies profit from ongoing customer relationships muchmore than from hit and miss individual transactions, providing inadequate website support can be thesingle biggest mistake a company can make. Marlin Logistics & ContactNet can design a cost-effective website support program to fit the needs ofyour business so you may give your customers the support and attention they deserve. Marlin Logistics & ContactNet’s website support solution includes: ● Live web chat for your dedicated representatives● Live email responses ● Web Chat, Email & Call Me Now


● eCommerce (B2B and B2C)

When a customer arrives at your website, very often they have questions that require talking with a liveperson. Marlin Logistics & ContactNet puts you in direct contact with your customer, enabling ourclients to increase customer satisfaction and capture valuable customer information. Your customersimply clicks on the web chat button, enters his/her name and phone number and is promptly connectedwith one of your representatives. If the customer wishes, your representative may call him/her back orthey can immediately engage in a text chat. As the representative converses with your customer, theycan co-browse web sites, share files or even assist in filling out web-based forms.

Help Desk Our systems and software permit you to resolve complex support scenarios quickly and efficiently. Asyour extended support team, the contact center agents can thoroughly research resolutions to customerproblems and ensure that issues are resolved to satisfaction. Our innovative resolution and follow-upCRM and web support technologies and capabilities have proven to enhance customer satisfaction andreduce operating costs.

Through the utilization of our IP Telephony system coupled with our database network, Marlin Logistics& ContactNet is able to provide complete communication solutions to fit each customers needs.Through the development of Frequently Asked Questions (FAQ’s), customer profiles, productknowledge, and Common System Failure’s (CSF’s), your customer contact staff quickly and efficientlyresolves technical and product issues.

IVRInteractive Voice Response To assist your clients and to increase contact center effectiveness, improving customer satisfaction andreducing costs, Marlin Logistics & ContactNet offers Interactive Voice Response (IVR). We enableyour customers to access automated information quickly and efficiently by means of a touch-tone phone,voice prompt or Advanced Speech Recognition, allowing Customer Contact Representatives to devotetheir time to customers with more complex concerns. Our high capacity, state-of-the-art, IVR system supports large-scale marketing campaigns and customerinteractions, including:

• Frequently asked questions• Automated product information requests• Computerized surveys• Secure credit card activation and authorization• Customer support applications• And various automated Internet applications

Order Management Our custom-built eBusiness web integrated suite provides end-to-end order management, focused onseveral key features, including:


Real-time product information: make real-time checks of inventory on hand and future supply andcapacity. Search the full supply chain to determine the best ship date for the customer order. Instantlyaccess product pricing and availability information. Comprehensive customer information: easily maintains comprehensive customer information and saleshistory and set up support teams to track sales commissions. Define sold-to customers and link themwith multiple bill-to and ship-to customers. Log customer conversations and interactions associatedwith any Order Management document (order, quote, buying agreement, RMA). Order tracking: we can establish ordering and shipping defaults, including delivery calendars andprioritized shipping. Track orders throughout the fulfillment cycle from one easy-to-use inquiry paneland even provide real-time access to delivery information to your end users.

Reporting Capabilities

Here is a sample list of real time reports available to a retail/consumer products client. In addition tothese standard reports, our system allows fully customized reports based upon program specifications.

Agent Team Call Summary by Agent and Skills Historical Report Field DefinitionsField DescriptionTeam Agent_Team.EnterpriseName from the ICM database for the

selected teamAgent Concatenation of Agent.LastName, comma, space, and

Agent.FirstName from the ICM database for the agent or agentswho are members of the selected team

Skill Group Skill_Group.EnterpriseName from the ICM database for skillgroups of which the agent is a member

Calls Received Sum of the “Calls Handled” plus the “Calls Missed” plus the“Calls Abandoned”

Calls Handled Number inbound calls from numbers external to the CallManager cluster, both calls that the Call Router routed and non-routed calls, that the agent answered at some point andcompleted, including any wrapup time, during the selectedinterval

Calls Missed Number inbound calls from numbers external to the CallManager cluster, both calls that the Call Router routed and non-routed calls, that the Call Manager redirected from the agent’stelephone during the specified interval, because the agent did notanswer within the time allowed before the Call Managerautomatically redirects the call

Calls Abandon Number inbound calls from numbers external to the CallManager cluster, both calls that the Call Router routed and non-routed calls, for which the caller hung up during the specifiedinterval, while the call was ringing at the agent’s telephone.Short calls are not included in this abandon count.

Agent Out Calls Number of outbound calls to numbers external to the CallManager cluster that the agent completed during the specifiedinterval


Xfer In Number of calls that the agent completed during the specifiedinterval that were transferred to the agent from numbers internalto the Call Manager cluster

Xfer Out Number of calls that the agent completed during the specifiedinterval and that the agent transferred to any number.

Internal Calls Number of calls that the agent completed during the specifiedinterval that either the agent made to numbers within the CallManager cluster or received from numbers within the CallManager cluster

Calls on Hold Number of calls of any type that the agent completed during thespecified interval and that the agent placed on hold at least once.If the agent places the call on hold multiple times, the ICMrecognizes the call as a “Calls on Hold” call only once.

Total Talk Time Sum of the talk time, excluding hold time, for all calls that theagent completed during the specified interval, which are the callsincluded in the “Calls Handled” and the “Internal Calls” and the“Agent Out Calls” counts

Avg Talk Time “Total Talk Time” divided by the sum of “Calls Handled” plus“Internal Calls” plus “Agent Out Calls”

Total Hold Time Total hold time for all calls included in the “Calls on Hold”count

Avg Hold Time “Total Hold Time” divided by “Calls on Hold”Total Wrapup Time Sum of the wrap-up time for all calls of any type that the agent

completed during the specified interval, which are the callsincluded in the “Calls Handled” and the “Internal Calls” and the“Agent Out Calls” counts

Avg Wrap-up Time “Total Wrapup Time” divided by the sum of “Calls Handled”plus “Internal Calls” plus “Agent Out Calls”

Total Handle Time Sum of the talk plus hold plus wrapup time for all calls includedin the “Calls Handled” count

Avg Handle Time “Total Handle Time” divided by the “Calls Handled”Totals for Team For call counts and time spent, the totals for the selected team.

For averages the average based on the team total counts andtimes.

Grand Totals For call counts and time spent, the totals for all teams listed inthe report. For averages the average based on the total countsand times for all teams listed in the report.

Reporting Capabilities – Time Availability

Type Description

Real time The real time tables have names of the form t_<ICMobject>_Real_Time. They hold a snapshot of the ICM object.Only one instance of a given real time record exists. The CallRouter updates it on a frequent periodic basis. Because the Call


Router updates the real time record, rather than create a newrecord, the number of real time records does not grow appreciablywith time.

Five minute The five-minute tables have names of the form t_<ICMobject>_Five_Minute. The Call Router creates five-minuterecords at the end of every five-minute interval starting on thehour. Each five-minute record has a DateTime element thatidentifies the starting date and time of the five-minute interval.Each five-minute record is a new record. Therefore, the numberof five-minute records grows with time.

Half hour The half hour tables have names of the form t_<ICMobject>_Half_Hour. The Call Router creates the half hourrecords on every hour and half hour. Each half hour record has aDateTime element that identifies the starting date and time of thehalf hour interval. Each half hour record is a new record.Therefore, the number of half hour records grows with time.

Event based Event based records do not have a consistent naming pattern.The Call Router creates a new event based record of a given typeeach time the event occurs. The number of event-based recordstherefore grows with time.


Technology

Marlin Logistics & ContactNet is totally committed to state-of-the-art technology to support the Marlinbusiness offerings. Marlin Logistics & ContactNet has achieved a technology base that is unrivaled inthe 3PL industry, based around the following precepts:

Infrastructure• Professional Computer Center (Data Center and Network Operations Center (NOC), with

Inergen fire suppression, redundant power, generator backup, temperature and humiditycontrol and security

• 7x24 Monitoring of all critical systems in a staffed Network Operations Center• Redundant, fibre-based telecom system, with more than sufficient bandwidth• Redundant, load balanced Solaris and Windows 2000 servers

Applications• In house development staff to ensure flexibility and rapid response• Use of Packaged solutions for reliability: Red Prairie WMS system, Cisco Contact Center

software, Tandata Shipping systems, Microsoft Great Plains eEnterprise Financials.• Use of Proprietary systems where a competitive edge can be gained: Web-based Order

Management tool (“EDGE”), and Customer Relationship Management (CRM) system for thecontact center.

The basic principles driving Marlin Logistics & ContactNet technology are:• All critical administration can be done via the Web by customers or by Marlin, including

Inventory Catalog Management and Customer Management.• All Reports to the customers are available on-line via the Web.• Easiest system to set up new customers and catalogs• Buy or Build the best applications possible• Integrate all applications into a seamless whole• Architect all systems for ease of integration into Customers’ systems• Architect to allow all systems to be used together, for a comprehensive solution, or

individually or in groups, for a customized solution.

Marlin’s Technical Architecture, Integration and Capabilities

Marlin Logistics & ContactNet provides a technical architecture that is state of the art, and supports theentire range of Marlin activities. The key to Marlin’s architecture is:

• Flexibility: Customers can use one service or many from Marlin, and the systems willsupport it

• Integration: All of the systems are integrated - orders flow from contact center to ordermanagement (or web to order management) to distribution center to shipping system tofinancial system - all seamlessly and electronically.

• Robustness: The core systems are packages that are industry-leading systems in their ownright. Marlin Logistics & ContactNet adds value in customization for each customer and inthe integration and performance tuning. Systems have been tested, QCed and performance-verified to be high-throughput, high-accuracy, real-time systems


The key systems in the Marlin Applications Architecture are:

Contact CenterCisco Switch and Noble Systems Dialer provides a complete inbound and outbound contact centercapability. This contact center can manage and handle a wide array of customer requirements. Standardcontact center reporting is available for all of our clients. Custom reports may also be defined anddeveloped based on client needs.

CRMThe Customer Relationship Management system is a proprietary system, designed specifically tointerface with all the other Marlin systems and provide tracking of sales activities with prospects andcustomers.

EDGE Order ManagementThe Order Management system, called EDGE ties to the CRM system, so contact center agents can enterorders. It also provides an independent input of orders directly from customers and consumers from theweb. It has a wide range of functionality including: inventory catalog management, credit cardverification, order entry, shipment tracking, and extensive browser-based reporting. It is possible to seeorder status immediately from any browser anywhere. This system integrates with the CRM to receiveorders directly from contact center agents, with the warehouse management system to ship orders, withthe credit card processing system to verify credit card information, and with the accounting system toaccount for the transactions.

Red Prairie Warehouse Management SystemMarlin uses a Warehouse Management System (WMS) from Red Prairie (formerly called McHugh),which is one of the very best WMS systems in the industry. It tracks orders and inventory by RFterminals, which are tied directly (wireless) to the system itself. The WMS system interfaces withEDGE and with the Great Plains accounting system. It also interfaces to the Tandata Shipping systemfor order manifesting by UPS, USPS or other transportation method.

TanData Order Manifesting systemIntegrated to the Warehouse Management System we have a parcel manifesting system from TanData.This provides extremely efficient and accurate shipping of orders, with accurate rates.

Great Plains Accounting SystemMarlin has the Great Plains eEnterprise Accounting System from Microsoft. This system is integratedwith the EDGE order management system and with the Warehouse Management System. This assuresaccurate and timely financial reporting and controls.

These systems are all housed in a state of the art computer center with 7x24 monitoring, redundancy anda scalable architecture.

The attached drawing shows the relationship between the various systems.

(See next page for drawing)



Integration with Outside and Customer Systems

Marlin Logistics & ContactNet provides a variety of services. In order to carry out these services, wehave put together an assortment of computer systems to effectively and accurately fulfill the customer’sneeds. Marlin Logistics & ContactNet has adopted flexible and scalable plug and play systemsarchitecture. This architecture is interface driven so that every system that makes up of the businessmodel of the client can be interchanged, thereby allowing our clients to deicide what technology bestsuits their needs.

Some of the many services that the Marlin Logistics & ContactNet provides include fulfillment, e-tailing, financials, and contact center support infrastructure. Although these services have systems thatfunction quite differently internally, they must also have systems that can communicate to each other inorder for the entire business function properly. Marlin Logistics & ContactNet has accomplished thiswith its systems and some external systems by creating, maintaining, and adhering to sets of carefullydefined interfaces.

The integration between Marlin’s e-tailing and fulfillment software is done via an XML or CSVinterface. Item, customer, and order information is generated via the e-tailing software, formatted to anXML/CSV schema relevant to the type of data the transaction reflects, and is then transmitted via FTP tothe fulfillment software. Shipment notification generated via the fulfillment software is sent back to thee-tailing system in a similar fashion. XML/CSV formatted files as well as the FTP methods oftransmitting files are both standards in today’s computer industry. Marlin’s implementation of these twostandards to create an interface between fulfillment and e-tailing allows clients to quickly integrate theiroutside systems to better suit their own business needs.

The integration between Marlin’s contact center solution and the e-tailing software is done via table totable. This implementation was a custom effort in order to provide the contact center with detailedinformation collected from the e-tailing portion of the Marlin solution. An interface point with an XML/CSV request done via HTTP post exists within the contact center solution to retrieve information fromthe Cisco phone system. Another integration point existing within the contact center solution is a flatfile importer that loads client information lists, such a leads list or an outbound call campaign list. Byutilizing multiple methods of interfacing, the contact center solution can quickly integrated to otheroutside systems.

Marlin Logistics & ContactNet can also process orders via EDI as another e-tailing and fulfillmentsolution. There are endless ways in which to get systems to talk, but by committing to a set ofinterfaces, the amount of time and work involved in getting them to talk is greatly reduced.

Technical Infrastructure

Marlin Logistics & ContactNet has an absolute commitment to maintaining a totally professional,redundant Computer Center.

Marlin’s monitoring operations can oversee and prevent any business interruptions. Marlin uses thelatest monitoring and management tools in the industry to minimize business revenue impact in case ofequipment failures. All operations are monitored from Marlin’s Network Operations Center (NOC), 24hours a day, 7 days a week, including holidays.


Marlin Logistics & ContactNet utilizes Dell Servers to support our applications infrastructure. Oursystems consists of fully redundant application servers for our Warehouse Management System (WMS),fully redundant servers for our shipping application servers, fully redundant application servers for ourshopping cart engine, and a SUN database cluster where the database for the various applications reside.

Marlin operates a data center where all of its servers reside. In addition to housing Marlin’s servers, thedata center provides a robust, secure, and scalable environment for the operation of mission criticalsystems. Marlin’s facilities exceed the requirements of the most demanding eBusiness applicationsthrough a combination of system redundancy, security, and around-the-clock monitoring. Marlin’s DataCenter infrastructure was designedto support a variety of operationrequirements, from standard rackunits in a cabinet to fully managedcollocation and hosting solutions.

The M

The MarMarlin Data Center in Kissimmee, Florida

All critical systems are housed in Marlin’s data center facility. Our data center includes all the amenitiesof a modern, data center facility. Power redundancy is supported by dual power grid feeds from thelocal power company, dual uninterrupted power supply (UPS) systems, and dual diesel fuel generators.Dual Heating, Ventilation and Air Conditioning (HVAC) units within our data center guarantee theintegrity of computer and communications equipment and their valuable e-Business applications. MarlinLogistics & ContactNet's fire suppression system uses Inergen gas to extinguish any fire withoutdamaging electronic equipment, protecting valuable information and physical assets. Security of ourdata center is achieved through a combination of biometric security and video surveillance.

Marlin Logistics & ContactNet has an OC-48 with Broadwing Telecom and an OC-3 fully redundantfiber ring with Bell South, which runs through the Orlando Metropolitan area. Marlin Logistics &ContactNet operates several T1 connections with Broadwing for long distance and toll-free access, andBell South for local access. Because most long distance carriers have point of presence (POPS) at theBell South COs, and because of the amount of bandwidth available at Marlin's locations, there are nolast-mile local loop delays when implementing new circuits.

For Internet connectivity Marlin Logistics & ContactNet has a full OC48 with Broadwing and MetroEthernet Connection with Time Warner Telecom. Marlin utilizes Border Gateway Protocol (BGP) tomaintain alternate routing capabilities between its multiple backbone connections. In addition, weutilize dual processor core routers and switches to ensure that Internet access is always uninterrupted.


Marlin Logistics & ContactNet has successfully marketed the use of the Computer Center for outsidecustomers, in a co-Location outsourcing agreement. This is testimony to the quality of Marlin’s datacenter infrastructure.

Disaster Recovery is more than making a single site redundant and “bullet-proof”. It includes planningfor the ultimate disaster of the loss of the site. Today, Marlin has taken many steps to ensure quickrecovery from loss of site. Our plan is to reconstruct the essential elements of the current infrastructurein an offsite location. Key elements of the plan are:

• Offsite storage of backup materials. All software systems and data are backed up daily forstorage off site. These materials are easily recovered for restoration on other equipment.

• Infrastructure standardization: All Marlin infrastructure components, including Sun OracleClusters, Dell Windows 2000 Servers, switches, routers, and other servers, are all standardequipment, readily available from suppliers on short notice.

• Redundant sites: Marlin has 2 buildings on campus in Kissimmee, Florida and access tomany other sites through the ownership of the company. New systems could be set upquickly after receipt.

The Marlin 7x24 Network Operations Center in Kissimmee, Florida


Client Management

Management

At Marlin Logistics & ContactNet, Account Management is a critical part of growing both our businessand the businesses of each of our clients. We believe that devotion to this area separates MarlinLogistics & ContactNet from other providers. We pride ourselves in developing the spirit and values ofour client’s business within our environment.

The Account Management Team

Marlin Logistics & ContactNet Account Managers act as your advocate and serve as an extension of ourclient’s workforce. Our Account Managers are responsible for maintaining overall customer satisfaction,driving issue resolutions on a daily basis, proactively identifying business improvement opportunities,facilitating communication with key functional areas, and communicating daily with our clients.

Our Account Management Team works with the managers of the other departments within MarlinLogistics & ContactNet to make sure the business operates smoothly and well according to the client’sexpectations.

Staff

Marlin Logistics & ContactNet will service the Distribution and Contact Center Infrastructure customerby training and assigning Representatives and Distribution Center Associates as needed to support theperformance and quality expectations. Our initial analysis shows that we will be required to staff:

Staff Position FunctionNumber of Individuals(Direct Labor)Off- Peak Peak

Customer Service Calls, Fax, e-Mail, Mail, Quality Mgmt

Credit / Claims Check Processing, Returns, Refunds, Claims,Disputes

Distribution /Logistics

Receipts, Inventory Control, Pick/Pack/Ship,Assembly, Traffic and Quality Mgmt.


Executive Experience

Comprised of industry experts from top-tier consulting firms and industry market leaders, the MarlinLogistics & ContactNet management team is well versed in developing solutions for a wide range ofindustries.

Our management team has led Marlin Logistics & ContactNet from initial concept to present day - tocreate a well-established company. They are known for the quality of their work and their ability toanalyze business trends and effectively design solutions to meet the needs of the ever-changingmarketplace.

They are dedicated to developing and delivering leading edge client solutions.


Appendix 1: Edge Order Management Functionality

EDGE FEATURES AND FUNCTIONALITY

EDGE

EDGE is a powerful, database-driven technology that empowers a company to utilize the internet tomore effectively conduct business and interact with its customers, vendors, suppliers, employees, andother members.

EDGE is an entirely internet-based, end-to-end transaction processing and information managementsystem that enables your company to achieve complete automation and total integration of all its e-business processes.

EDGE breaks the confines of traditional supply chain models by incorporating functions such asdynamic e-catalog and content management and real-time transaction processing, thus eliminating thebarrier between client server and web technologies.

EDGE technology enables your company to successfully deploy B2B and B2C process initiativesthrough an operating environment of interlinked modules that work seamlessly in real time, culminatingin a simple web-based interface from which your entire enterprise may selectively view and controlevery aspect of its e-business.

EDGE provides you with a comprehensive packaged suite of e-business tools that facilitate real-timeonline order processing, order fulfillment, interactive catalog and inventory management, shipping andtracking, e-banking, credit card authorization and processing.

EDGE Technology

EDGE technology is built in accordance with prevailing technology best practices, incorporated themost desirable attributes of the industry’s most successful, proven methodologies. Principles like thesegive your e-business unprecedented reach, fluid fulfillment capabilities and unlimited growth potential.

EDGE is based on non-proprietary, universally standardized relational databases. EDGE’s JAVA/JSPmiddleware cleanly integrates user interface data with HTML, CSV and XML for data exchange andprovides a fast, smooth transition between front-end pages and databases.

EDGE’s non-proprietary server architecture offers a runtime environment for delivering high-volume e-business activity and supports load balancing. EDGE interfaces seamlessly with all Web portaltechnologies.


EDGE provides a hierarchical security system that allows you to manage user navigation based onpreset business rules and logic. This provides a multidimensional system-level control to regulate dataand module access.

Business Enterprise Management

• EDGE application is internet based with architecture that was developed in accordance withindustry standard best practices.

• Globally accessible end-to-end e-business information and management tool that bridges the gapbetween client server applications and web based technologies.

• EDGE technology seamlessly integrates the processes of a successful supply chain and migrateseach one into a single module expanding your management capabilities.

• EDGE consolidates all of your e-business process components into a single application withsingle point comprehensive functionality.

• EDGE flexible system architecture allows it to be customized to fit multiple vertical applicationindustry specific business processes and unique customer functional requirements.

• EDGE is an intuitive browser based interface with a Web site appearance. It has a self-explanatory user-friendly toolbar navigation system allowing for easy access and training.

Order Management

• Real time visibility from order entry to final destination• Robust order sort and filter options• Sort criteria by defined or customized order and ship status• Global management capabilities• EDGE technology provides for multiple order entry methods

Figure 1: Order Management


Order Details

• Order detail proving direct links to customer e-mail addresses, inventory, and shipment trackinginformation

• Order depository with multi-tiered project access• Order note tracking for the life of the order• RMA (Return Merchandise Authorization) process completely integrated between EDGE and

McHugh Warehouse Management System

Figure 2: Order Details

EDGE Visibility and Reporting Capabilities

• EDGE provides reporting capabilities on numerous criteria via an excel spreadsheet or plain textfile

o Geographical sales activity (See Figure 3)o Sales activity by calendar month (See Figure 4)o Order detail which can be converted to a customized management report (See Figure 5)o Orders by shipping method (See Figure 6)o Report by specific inventory item (See Figure 7)o Report by specific member id (See Figure 8)


EDGE Reports

Figure 3: Geographical Sales Activity

Figure 4: Sales by Calendar Month


EDGE Reports

Figure 5: Order Detail in Excel Format

Figure 6: Shipping MethodEDGE Reports


Figure 7: Inventory Item

Figure 8: Member ID


Catalog Management

• EDGE provides a dynamic catalog management tool• EDGE utilizes a multi-enterprise catalog system with product attribute access to various

categories and projects• Changes within the EDGE catalog content are dynamically real-time reflected in your on-line

shopping stores • Easily edit a catalog item within your sales inventory and immediately update your website• Add pictures, video, or text files to your catalog• Create and manage customized pricing schemes• Auto ship functionality at the item level

Figure 9: Catalog Management


Inventory Management

• Oversee and manage all inventory functions dynamically• Real-time inventory visibility and reporting via an excel spreadsheet• Low-stock event notifications based on inventory levels and lead time• Integrates with state of the art Red Prairie (McHugh) warehouse management system• Backhaul functionality available at the inventory item level• Track item activity transactions by date range• Attach inventory to a specific warehouse or geographically

Figure 10: Lowstock Event Notification

Figure 11: EDGE Inventory Report


Pricing Capabilities

• Multi-level pricing schemes available at the catalog and inventory levels• EDGE offers the ability to set up pricing at the item level and to establish a default pricing

scheme or a pricing scheme driven by login and password.• Variable pricing functionality providing dynamic real time edit capabilities

Figure 12: Pricing Schemes

Promotions

• EDGE offers multiple promotional discount programs• Add or delete specific marketing and sales promotions in an instant• Promotion pricing capabilities at the order, item, or login and password levels

Figure 13: Promotions


Payment Plans

• EDGE offers variable payment plan functionality• Payment plans are designed on a per client basis• Clients may offers multiple payment plan options

Figure 14: Payment Plans

Event Notification

• E-mail event notification acknowledgement when an order is placed or shipped• Customized scripts of event-driven messages• Multiple recipient capabilities

Figure 15: Event Notification


DynaText

• Our exclusive “Dynamic Message Board” management module lets you place contentstrategically throughout your web site and update in real time

Figure 16: DynaText

Banking

• EDGE connects to your credit card authorization provider• Ability to view all pending monetary transactions

Figure 17: Banking


Security Administration

• Dynamic multi-level secured access levels• Module access by client• Read, write, change, and delete access by user• Assign or restrict access rights of members and users

Figure 18: Security Administration

Memberships

• EDGE stores multi-level detail or members (web users)• Offers various pricing schemes or promotions based on member login. Classify members into

groups to administer access

Figure 19: Memberships


Logistics and Warehouse Management

• Define warehouse shipping logistics locations• Allocate warehouses to geographic locations• EDGE allows automatic allocation based on zip or postal code• EDGE integrates with the Red Prairie (McHugh) warehouse management system• McHugh is a robust highly configurable solution that provides end-to-end inventory tracking

and control• McHugh optimizes all warehouse functions and features a unique combination of task

management and productivity• EDGE/McHugh offers an enterprise-wise supply chain management solution• EDGE offers various levels of shipping and handling pricing schemes such as weight, per item,

or order total• Edit capabilities allows instant management of logistics costs• Real-time inventory viewing and reporting is offers within EDGE or through LENS, McHugh

web-based inventory visibility tool• EDGE and LENS offers order detail at the shipment and inventory levels

Figure 20: Strategic Warehouse Capabilities


EDGE Logistics Management

Figure 21: Multi-level Shipping & Handling Charges

Figure 22: LENS (McHugh) Inventory Visibility Tool


Appendix 2: Red Prairie Warehouse Management Functionality (LENS)

LENS

RedPrairie Visibility Tool

Features Functionality Reporting

Lens Visibility System

LENS is the component of Red Prairie (McHugh’s) DigitaLogistix suite of products that is designed tomaximize your logistics execution effectiveness by providing end-to-end visibility of inventory, ordersand shipments across the supply chain. Essentially, LENS acts as a central repository of real-timelogistics information captured from multiple DigitaLogistix suites and legacy host systems providingvisibility to logistics information across the supply chain.

LENS is configured to display up-to-date, summarized views of inventory, order and shipmentinformation. These summaries, which are easily configurable to meet your unique informationrequirements, include unlimited levels of detail allowing users to drill down for more specificinformation. LENS captures and maintains on-hand, ordered, expected and in-transit inventoryinformation, along with shipment information, from multiple DigitaLogistix sites and or legacy hostsystems.

LENS is fully Web-enabled, which means that qualified users with an Internet connection can accesslogistics information at their convenience.


LENS Overview

In addition to serving as a central repository of information, LENS provides these features:

• Easy Integration Process – To integrate with LENS, DigitaLogistic sites and external systemssimply complete a subscribe procedure. Subscribing to LENS is accomplished with LogistixIntegrator and consist of:

o Notifying LENS that a site existso Providing LENS with the information required to contact the site for real time

informationo Sending LENS a snapshot of existing on-hand, expected, ordered, and in-transit inventory

quantities• Configurability – LENS can easily be configured to meet your specific information

requirements. Individual database queries can be designed to present information based on auser’s role in the logistics execution process. LENS also supports a custom active server page(ASP) to be called directly from the menu option. This allows the user to perform more complexactions based on their own data needs.

• Drill Down Capability – The LENS interface is designed to provide unlimited levels ofinformation. Users can drill down until the desired level of information is reached. Forexample, users can drill down from summarized corporate information, to detailed facilityinformation, and then to detailed inventory information.


• Scalability – Multi-threaded remote calls allow LENS to directly query multi sites effectively.• Web Service Action Support – LENS allows you to perform action on site data. The Web

action service can be any Logistix Controller component or structured query language (SQL)statement that allows for a change or action to be made to the data. Actions are also availablefrom the menu options, allowing actions to be performed without first querying data. Anexample of a Web service action would be the ability to place inventory on hold.

• Security – The information within LENS is password protected, ensuring that users can onlyaccess the information that is appropriate form them.

• 3PL-Enabled – With LENS< third-party logistics (3PL) providers can provide their customerswith convenient access to real time order status information.

LENS Advantage

By providing the benefit of a detailed supply chain visibility, LENS offers many logistics advantages.LENS is the solution that is designed to capture and present the events, resulting inn complete supplychain visibility. LENS offers the following advantages:

• Respond dynamically to events that occur during the execution processes• Reduce network-wise inventory levels• Provide customers with remote access to order and shipment status• Maximize customer satisfaction• Inventory management visibility and control• Optimized warehouse operations across multiple sites• Reduced labor costs• Comprehensive reporting capabilities• Reduced annual freight costs

Lens Summary View• Offers summary listing of all inventory by client• Ordered quantity reflects current pending orders


Part by Site• Displays a summary of parts for a specified region• Includes information such as part number, current quantity, ordered quantity, and expected

quantity• Sorted by region and part quantities represent regional totals

Part by Region Summary• Display a summary of part quantities across multiple sites• Sorted by region and part quantities represent regional totals


Part by Site Summary• Displays a summary of part quantities across multiple sites • Includes information such as part number, current quantity, ordered quantity, and expected

quantity

Available Sites• Displays a summary of subscribed LENS sites


Global Order Information• Displays a list of global order information across all monitored sites• Includes information such as customer purchase order number, client ID, order number and ship

to customer

Shipment Line Information• Displays a list of shipment lines across all monitored sites for a specific site• Includes information such as shipment line ID, over-allocated amount, backorder, line status,

processing priority, sales order number and pick quantity


Shipment Information• Displays a list of shipments across all monitored sites or for a specified site• Includes information such as the shipment status, carrier group, carrier code, and tracking

number

Reporting• Reporting is accomplished by exporting to Microsoft Excel and using Excel’s reporting

capabilities• All data captured by LENS can be filtered and exported to an Excel spreadsheet

Client ID Order Number Order Type Ship-To Customer Customer PO Number Date Entered

2 11573 Customer Orders 12014 8/5/2002 15:47

2 11654 Customer Orders 108 5/8/2002 12:16

2 11694 Customer Orders 11668 5/14/2002 5:49

2 11695 Customer Orders 11668 5/29/2002 21:16

2 11721 Customer Orders 108 5/14/2002 14:46

2 11735 Customer Orders 11717 5/15/2002 8:46

2 11736 Customer Orders 11717 5/15/2002 15:55

2 11737 Customer Orders 11717 5/15/2002 16:41

2 11769 Customer Orders 36 6/6/2002 11:31

2 11789 Customer Orders 11776 5/24/2002 11:01

2 11794 Customer Orders 11780 5/29/2002 12:31

2 11800 Customer Orders 11792 5/31/2002 17:01


Appendix 3: Cisco Call Center Technology

Call Center Reports

Marlin Logistics & ContactNet customers are given access to reports on its customer serviceperformance through the use of Monitor ICM, the reporting tool of the CRM functions of EDGE, CiscoIntelligent Contact Management (ICM), and Web View, the web-based monitoring tool of ICM.Reports are generated through the use of real-time tables, five-minute average tables and half-houraverage tables. They can also be event-based. These tables allow the ICM software to provide thenormalized collection of real-time and historical data necessary for mission-critical customer servicereporting.

The real-time tables hold a snapshot of the ICM object. The Call Router updates it frequently ona periodic basis. Because the Call Router updates the real time record, rather than creating a newrecord, the number of real time records does not grow appreciably over time.

The Call Router creates five-minute records at the end of every five-minute interval starting on the hour.Each five-minute record has a Date/Time element that identifies the starting date and time of the five-minute interval. Each five-minute record is a new record. Therefore, the number of five-minute recordsgrows over time.

The Call Router creates the half hour records on every hour and half hour. Each half hour record has aDate/Time element that identifies the starting date and time of the half hour interval. Each half hourrecord is a new record. Therefore, the number of half hour records grows over time.

Event-based records do not have a consistent naming pattern. The Call Router creates a new event-based record of a given type each time the event occurs. The number of event-based records thereforegrows over time.

Real-time reports provide current information about specific skill groups, services, trunk groups,peripherals, agents, routes, and scripts. The records are constantly overwritten by new data. Real-timerecords are updated every ten seconds. Historical reports provide the same information, for non-real-time data. Historical reports are generated from either five or thirty-minute intervals.

On a per-customer basis, Marlin Logistics & ContactNet can customize the reports generated by ICM.Standard reports include agent reports, skill group reports, and call type reports. Agent reports displaydata returned per agent or agents. Agent reports can be generated on all or specific agents, and/or byagents in a skill group. Skill group reports display data returned per a specific group of agents who havea common skill.

The agent reports and the skill group reports provide information on agent states, agent time allocations,and call counts. Agent state provides information on agent logon state, agent availability, and agent talkstate. Agent time allocations provide information on agent available time, agent busy time, talk time,hold time, and agent not ready time. Call counts provide information on calls handled by the agents,agent out calls, transferred calls, and agent abandoned calls.


Call-type reports can provide information on the dialed number or DNIS that ICM receives, customer-entered digits (CED), and calling line ID. Call type reports provide information on calls routed, queueactivity, and calls sent to the skill group. Because multiple dialed numbers can point to the same routingscript, call-type reports are useful in determining the number of calls received from different campaigns.

Real-Time Skill Group Report


Skill Group Call Summary Report


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